Senior Client Success Manager

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Working with the Best and driving recruitment of Sales & Pre-Sales talent across EMEA !

Meet Our Team

Be part of a rapidly growing and dynamic client success organization and help shape the future of our company. As a Client Success Manager, you will be a trusted advisor for our clients in helping them to realize their dream of digital transformation.

Picture Yourself At Pega

A Senior Client Success Manager is responsible for maintaining and expanding relationships and provide technical expertise , where applicable, within a set of defined accounts that are of critical importance to Pega based on reference engagement, and ongoing revenue stream. These accounts will also require a high level of vertical expertise as well as ongoing program adoption management and leadership.

What You'll Do At Pega

• Develop a trusted advisor relationship with multiple people in the account to expand engagement with stakeholders across the client organization
• Serve as the account’s advocate within Pega, managing escalations quickly and effectively and coordinating with other organizations at Pega to take action on behalf of the client
• Use discrete and aggregate measures of client health to drive insights, to identify and mitigate areas of risk, and to take proactive action
• Engage as a Pega thought leader during the execution of strategic programs to encourage the client and partner to embrace the Pega delivery best practices
• Leverage proven techniques to assess the value clients have achieved through the use of Pega technology and then turn those insights into recommendations to enhance value realization
• Leverage industry and product knowledge to share insights about how client can maximize license to drive business benefits.

Who You Are

As a client satisfaction and revenue driver, the Senior Client Success Manager leverages data and relationships to help Pega clients achieve their business objectives after the initial sale and continuing through the client lifecycle.

• Comfortably engages with front-line teams and C-suite leaders, employing the Challenger model to drive business insights. They understand Pega best practices and how to adapt them within each client’s environment to achieve faster time to value.
• Has an analytics orientation. Client Success requires analysis of available data to determine client health and identification of new data - to drive proactive outreach, which in turn increases client satisfaction and lowers sales and delivery risks.
• Drives for results. Contribute to account plans, and organize resources required to execute the plans and achieve desired outcomes. They measure progress against KPIs, successfully balancing the client’s needs and value to Pega.
• Is a thought leader. They leverage their deep domain experience, product knowledge, and industry trends to home in on quantifiable benefits and focus intently on realizing them.
• Is service-oriented. They are the primary post-sale point of contact for the client. They address root causes of dissatisfaction, and proactively coordinate with specialists in Pega to smooth the client journey and help ensure that Pega’s applications are best in class.

What You've Accomplished

BA/BS Degree or equivalent business experience

• 10+ years relevant work experience, 3-5+ years in consulting (project implementation) or consultative sales strongly preferred
• Proficiency-level understanding of systems development lifecycle, including agile methods
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong knowledge of software business process applications and automation
• Experience implementing complex IT projects within large enterprises
• Skilled at Program Management within large organizations, helping to effectively drive change across groups by engaging key stakeholders
• Proven effectiveness at leading and facilitating executive meetings and workshops
• Experience with account portfolio planning and prioritization
• Strong communication skill in English & Italian. This position is remote and preferrably based in Rome (Pega office is in Milan) as the key clients are based in Rome.
• Familiarity with Cloud Computing technologies, concepts and benefits
• Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
• A career in the rapidly growing profession of Customer/Client Success in the Software as a service industry.

Job ID: 22378

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Sales

• Industries

  Software Development, IT Services and IT Consulting, and Business Consulting and Services

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Senior Customer Success Manager, Mid-Market | EMEA

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